The document discusses eParticipation and citizen engagement initiatives in the Netherlands. It describes Citizenlink, a Dutch government program launched in 2008 to improve public services and involve citizens. Citizenlink aims to promote service quality, measure citizen satisfaction, and stimulate citizen participation through eParticipation instruments. It also outlines the e-Citizen Charter and Service Quality Codes that Citizenlink uses to evaluate citizen satisfaction with various life events.

2. eParticipation as a prerequisite
for mature eGovernment
Matt Poelmans, MSc.
Director Burgerlink
EDEM09 Conference, 7-8 September 2009, Vienna

3. Today’s Challenge
• eGovernment, eDemocracy, eParticipation,
eInclusion, eSociety, eCitizen, …
• Government 2.0, …
• Transform Government (public services, cost
reduction, transparency, efficiency, …)
• Citizen is the “Missing Link”
• Relinking Citizen & Government
EDEM09 Conference, 7-8 September 2009, Vienna

4. Citizen =
Asterix

5. Government = Baron Von Münchhausen
EDEM09 Conference, 7-8 September 2009, Vienna

6. February 2009 Burgerlink (Citizenlink)
The Hague, The Netherlands

7. Citizenlink: mission
• Initiative of Dutch Government
• To Improve Public Performance
• By involving Citizens in Innovative Ways
• Runs from 2008-2010
• As part of e-Government Strategy & ICTU
EDEM09 Conference, 7-8 September 2009, Vienna

8. Powered by ICTU
• Status: Public Foundation for Common Funded
& Jointly Tendered e-Government Projects
• Aim: Design & Develop Basic Infrastructure for
Cooperation between all levels of Government
• Deliveries: Generic Components and Standards
compliant with Dutch Interoperability Framework
EDEM09 Conference, 7-8 September 2009, Vienna

9. Citizenlink: tasks
• Promote Service Quality
(adoption of e-Citizen Charter & Service Quality Code)
• Measure Customer Satifaction
(based on Life Events & Delivery Chains)
• Stimulate Citizen Involvement
(development of eParticipation Instruments)
EDEM09 Conference, 7-8 September 2009, Vienna

10. e-Citizen Charter
• 10 Quality Requirements for Service Delivery
• Covering contacts for Information, Transaction,
Participation
• Not Mandatory but Adopted as a Standard
• Basis for Measurement of Citizen Satisfaction
• European e-Democracy Award 2007
• Recommended by UN, OESO, CoE, UK Cabinet Office
EDEM09 Conference, 7-8 September 2009, Vienna

11. 1. Choice of Channel
2. Transparant Public Sector
3. Overview of Rights & Obligations
4. Personalised information
5. Convenient Services
6. Comprehensive Procedures
7. Trust & Reliability
8. Considerate Administration
9. Accountability & Benchmarking
10. Involvement & Empowerment

12. Service Quality Codes
• Concrete Promises about Service Quality
• Transparent & Meaningful Requirements
• Compensation in case of Non Compliance
• Generates external Incentives to support internal
Drive for Innovation
EDEM09 Conference, 7-8 September 2009, Vienna

13. Citizen Satisfaction
• Evaluation by Customers (Citizens and Businesses) how
Life Events are being handled
• e-Citizen Charter as Criterion for Evaluation
• Discovers Delivery Chain Deficiencies and Provides
Solutions (Cooperation)
• National Survey & Local or Sectoral Implementation
EDEM09 Conference, 7-8 September 2009, Vienna

14. satisfaction
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15. Priority Matrix e-Citizen Charter Requirements
4,2
High
Satisfiers: Keep / Reduce Costs Satisfiers: Keep / Communicate
4
Trust &
Reliability
3,8 Transparent Public Sector Personalised
Information
Choice of Convenient
Channel Services
Satisfaction Rate
3,6
Average
Satisfaction
Considerate
3,4 Administration
Overview of Rights & Duties
Transparent Public Sector
3,2
Accountability & Benchmarking
Involvement & Empowerment
3
Low
Dissatisfiers: Lower Priority Dissatisfiers: Invest / Improve
2,8
0 10 20 30 40 50 60 70 80 90 100
Important Very Important Essential
Relative Importance

17. eParticipation
• Involving Citizens by Improvement of Service Delivery,
Democracy and Inclusion
• Exchange of Knowledge & Development of Tools
• Take Up of 5 specific Initiatives (Web 2.0)
• Annual eParticipation Award
EDEM09 Conference, 7-8 September 2009, Vienna

19. Citizenlink Performance Incentive
• Adopt e-Citizen Charter (City Council)
• Publish Quality Code (Executive Board)
• Measure Citizen Satisfaction (Departments)
• Involve Customers (Citizens)
• Account annualy for Improvements (Mayor)
EDEM09 Conference, 7-8 September 2009, Vienna

20. Burgerlink (ICTU)
Office Wilhelmina van Pruisenweg 104
2595 AN The Hague, Netherlands
Mail PO Box 84011, 2508 AA The Hague
Phone +31708887868
SMS +31618307828
E-mail info@burgerlink.nl
Web www.burgerlink.nl
Twitter www.twitter.com/Burgerlink
EDEM09 Conference, 7-8 September 2009, Vienna